April 6, 2014

Mary Jane Copps

One of my core values in phone communication is we must always speak so that our customers “hear” our desire to be of service. The importance of this is beautifully illustrated in a post by Capital Health that Janet took the time to share with me. It takes less than a minute to read but its content replaces hours of training.

While our clients may not call us with the level of challenges experienced by the people Vickie serves, her ability to visualize herself on the other end of the call and ask “What would I wish to hear?” is the essence of outstanding customer service. I encourage you to read Vickie’s story: What Customer Service Means to Vickie Devenish.

Thanks, Gail, for sharing your comments. I love finding stories like Vickie’s but this was the first time I sent one out. The reaction has been so positive that I’m sure I’ll be sharing more in the future.